St. John's Health Centre, Oak Lane, Twickenham, Middlesex, TW1 3PA
Telephone: 020 8744 0220
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The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or alternatively please click on the link below to view full details on the complaints procedure.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
We understand patients can sometimes find some consultations, examinations and procedures distressing and uncomfortable. This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations. A variety of people can act as a chaperone in the practice. Chaperones may be termed ‘formal’ and ‘informal’. Formal chaperones are clinical staff familiar with procedural aspects of personal examination e.g. HCA or Nurse. Informal chaperones can be present as many patients feel reassured by the presence of a familiar person and this request in almost all cases should be accepted.